Program Manager, Privacy

Assist with the operational oversight, execution, and continuous improvement of H&R Block’s Privacy Program as it applies to the Wave and Block small business services segments (the "Program"). Help ensure that appropriate policies, procedures, training, and controls are implemented and maintained for the collection, storage, use, disclosure, and disposal of business customer data and individuals’ personal information (as applicable). Provide subject matter expertise and support cross functional work (e.g., with Legal, Technology, Information Security, Compliance, Strategic Sourcing, and business operations teams) to operationalize privacy requirements, support responsible data use, and reduce privacy risk.

Educate associates regarding privacy risks and Program requirements to promote and enhance a privacy-focused culture. Overall, promote a practical, business-oriented privacy culture that supports customer trust and enables the company to deliver services to small business customers in a compliant and responsible manner.

• Help define, execute, and continuously improve the Program strategy, roadmap, operating model, and priorities to ensure alignment with the strategic objectives of the business and the company’s small business services model.
• Update, implement, and maintain privacy-related policies, procedures, standards, playbooks, and controls to support compliance with applicable privacy, data protection, and data security requirements.
• Lead (or as applicable assist with) initiatives to mitigate risks associated with the collection, storage, use, disclosure, and disposal of business customer data and individuals’ personal information.
• Evaluate and support the responsible use of artificial intelligence to benefit small business customers and improve the efficiency/productivity of Program-related processes, procedures, and tasks.
• Update, execute and continuously improve training and awareness initiatives for the Program, incorporating best practices to maximize engagement and effectiveness.
• Provide project management expertise and lead cross functional teams in the analysis and implementation (where appropriate) of operational changes to comply with legal/regulatory requirements applicable to the Program.
• Assist in incident response scenarios to help ensure a timely and appropriate company response. This may include coordination with internal teams, investigation support, remediation activities and communications with business customers, individuals, or regulators as needed.
• Lead and coordinate privacy impact assessments for new products, features, integrations, marketing initiatives, vendor engagements, and internal business processes (including as applicable the assessment of artificial intelligence).
• Support supplier risk management for the Program by reviewing new vendors, renewals, data sharing arrangements, contract privacy terms, security review status, onboarding, offboarding, and ongoing remediation for third parties that access or process personal information.
• Administer and improve processes for consumer, employee, and business customer privacy requests, including access, deletion, correction, opt-out, consent, and other rights requests submitted through privacy management tools or customer support channels.
• Partner with Product, Technology, Data, Marketing, Sales, and Customer Support teams to embed privacy-by-design principles into digital products, customer support workflows, analytics, advertising, integrations, and data governance practices.
• Develop and maintain Program metrics to enable monitoring and measurement against Program objectives and key risk indicators.
• Present to the Enterprise Risk Committees and others as needed regarding…